Customer Solutions Specialist

Summary

Join MagicSchool, a leading generative AI platform for teachers, as a Customer Solutions Specialist. In this entry-level role, you will provide frontline support to a growing user base, resolving issues and helping customers master the platform. You will leverage strong communication and product knowledge to triage inquiries, create helpful documentation, and collaborate with cross-functional teams. The position requires a customer-first mindset and the ability to thrive in a fast-paced startup environment. MagicSchool offers a mission-driven culture with benefits such as unlimited time off, employer-paid health insurance, stock options, and a 401k match.

Requirements

• 2+ years of experience in a customer support or customer solutions role at a technology company
• Excellent written and verbal communication skills
• Strong problem-solving abilities and customer-first mindset
• Ability to learn and retain deep product knowledge quickly
• Comfortable working in a fast-paced, dynamic startup environment

Responsibilities

• Provide timely, high-quality support to customers across multiple channels (Intercom, email, and others as we scale)
• Become a product expert to effectively triage and resolve customer questions, technical issues, and platform feedback
• Create, update, and maintain help center content, including FAQs, troubleshooting guides, and knowledge base articles for new product features
• Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success teams to stay informed on product updates, roadmap changes, and internal support needs
• Act as an internal knowledge resource, helping train colleagues and answer internal support questions
• Assist in training and refining AI-powered customer support systems to ensure accurate, efficient responses
• Identify patterns in customer inquiries and proactively suggest improvements to product, documentation, and processes

Preferred Qualifications

• Experience or familiarity with the EdTech sector
• Exposure to AI-powered tools or platforms
• Experience contributing to help centers, knowledge bases, or support content

Benefits

• Flexibility of working from home, while fostering a unique culture built on relationships, trust, communication, and collaboration with our team - no matter where they live
• Unlimited time off to empower our employees to manage their work-life balance. We work hard for our teachers and users, and encourage our employees to rest and take the time they need
• Choice of employer-paid health insurance plans so that you can take care of yourself and your family. Dental and vision are also offered at very low premiums
• Every employee is offered generous stock options, vested over 4 years
• Plus a 401k match & monthly wellness stipend